Manager, Corporate Client Services

Job Description

Job Responsibilities

• Ensures highest standard of service delivery to our customers.

• Monitor and respond to incoming calls/emails/social media platform/written correspondences

• Resolves CSO and customer issues

• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.

• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.

• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.

• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.

• Conducts monitoring and coaching sessions

• Provides on-the-job training and mentoring.

• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.

• Involve in Department project

• Identifying areas for improvement and implementing process enhancements

Job Requirements

• Bachelor's degree with 5 to 7 years of working experience in Contact Centre

• Good People Management skills

• Great communication skills

• Adhere to Bank Policy and ensure SLA are met Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.